Systems Engineer (Exchange)

Our Purpose

Here at Datacom, we connect people and technology to solve challenges, create opportunities and discover new possibilities for the communities we live in whilst embodying a culture of trust and respect for employees and customers alike.\

Culture

Datacom is ones of Australia and New Zealand’s largest suppliers of Information Technology professional services. As an ANZ company, we have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

At Datacom you'll be recognised and valued for your contributions. We're growing year on year and can provide stability, career opportunity and a collegial, agile, flat-structured environment that empowers people and promotes autonomy. We care about our people and provide a range of perks such as social events, chill-out spaces, flexi-hours and professional development courses to name a few. We operate at the leading edge of technology to help ANZ’s largest enterprise organizations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

Role Responsibilities

The Systems Engineer is responsible for providing proactive and reactive support services to maintain the availability, reliability & security of our customers' core infrastructure, and timely action of customer service requests while maintaining accurate and timely documentation in line with ITIL standards, and as such responsibilities will include.

• Undertaking assigned work.
• Has the confidence to engage with our clients, and talk them through issues that may arise or changes that can be made to provide business and technological benefits.
• Is honest and transparent communication with excellent organisation skills
• Exhibits passion and pride in everything that they do
• Has the knack to easily multi-task between our varied client environments
• Aptitude to work within a team and the wider Datacom business

You will.

• Provide support to customers globally, working collaboratively with colleagues.
• Manage own workload and provide constant proactive support and updates to colleagues and customers
• Follow predefined processes around the ITIL service delivery framework
• Consistently ensure all open tickets are managed and supported appropriately till closure
• Work to meet SLAs and escalate to your Team Lead/Manager when you are unable to meet SLAs or undertake assigned work.
• Contribute to the development of our services
• To continuously develop and update your knowledge, skills & certifications, where necessary.

Requirements

Primary focus:                   Unified communications & Security Infrastructure

Secondary focus:              Virtualisation/hypervisor

Basic requirements:

• Effective communication skills (verbal and written)
• Proven experience in a support role dealing with incidents, requests, problems, and changes.
• Proven experience of effectively following processes and procedures with quality.
• Proven experience in managing expectations and delivering to deadlines.

Technical support experience (strong troubleshooting and resolution of issues, and carrying out support duties including patching and maintenance):

• Support experience with Microsoft Exchange on premise, Exchange Online Protection, Exchange Hybrid, Exchange Online (ideally in Exchange 2019/Office 365)
• Support experience with Microsoft Purview
• Support experience with Microsoft Defender
• Support experience with Symantec End Point Protection
• Experience escalation of incidents to Vendors with successful and timely resolution (Microsoft, Broadcom…).

Technical certifications (ideally)

• ITIL v3 or v4 certified
• Microsoft certified
• VMware certified to the VCA or VCP level in a recent version of VMware v7 or v8.

Additional tools experience (ideally):

• Using ITSM platforms including Cherwell and Service Now (SNOW)
• ScienceLogic (SL1)
• Bigfix
• Jira
• Confluence

Not essential, however very desirable.

Additional technology experience in the following areas (IPA team provides wider services):

• VMware
• Citrix XenApp/CVAD
• Citrix NetScaler
• Nutanix
• Hyper-V

Benefits

Our office is at BGC Taguig and we have hybrid work setup(Twice a week) and a flexible work schedule and we promote Work-Life balance, and an APAC focus means no graveyard shifts!

We also provide exciting perks such as spotter fees, HMO with Free 4 Dependents, Leave credits, Performance bonuses, and a work-life balance environment.